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The Consumer Duty is one of the most significant regulatory initiatives in recent years with the FCA considering it a major step change for financial services, requiring firms to make lasting changes to culture and behaviour to consistently deliver good outcomes.

Following the success of 2023’s conference, put on for PIMFA member firms planning ahead of the implementation deadline, we will be reconvening the group to consider the state of play after seven months of the Duty – where implementation has worked well, where the sector still has work to do, and how much of a tangible impact has been made on living up to the ideals aspired to by the regulatory impetus.

The conference will look into how firms have reviewed their product suite, communications and end-to-end customer journey, and how changes have been made in areas such as governance, MI and reporting, product design, pricing, distribution, servicing and staff training.

Register to hear from key industry experts on the key themes of consumer duty. We welcomed a high-level audience who engaged with the experts, to facilitate fruitful discussions with opportunity for questions and networking.

If you’d like to find out more information on attending, speaking or sponsoring the event please contact events@pimfa.co.uk


This event sold out in 2023 and is likely to sell out again, so early booking is highly recommended.

The early-bird discount is valid until 22nd December 2023

Event Details:

Date: February 28 2024

Time: 10:00 – 18:00 (subject to change)

Venue: Shoosmiths, 1 Bow Churchyard, London EC4M 9DQ

Event Day
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Arrival & Registration

10:00 - 10:30

Welcome and PIMFA introduction

10:30 - 10:45

Keynote: Six months in…

10:45 - 11:15

Presentation: Vulnerable Customers & Consumer Duty

11:15 - 11:45

Comfort Break

11:45 - 12:00

Presentation: Cultural Progression - Evidencing a Consumer Centric Culture

12:00 - 12:30

Presentation: Board Report – What Makes for a Good Pack?

12:30 - 13:00

Lunch & Networking

13:00 - 14:00

Presentation: Implementation Guidance for Closed Products

14:00 - 14:30

Closing Keynote: Reflecting on Recent Developments in Supervision & Enforcement

14:30 - 15:00

Summary & Closing Remarks

15:00 - 15:15

Networking Drinks

15:15 - 17:00

Daren Allen

More about Daren Allen

Daren is a Partner in the Dispute Resolution and Litigation team and has over 30 years experience in acting for financial institutions, large corporations, Governments and individuals in relation to complex investigations, litigation, regulatory enforcement proceedings and legal and regulatory compliance.
Daren regularly advises clients on matters relating to fraud, bribery, corruption and money laundering. He assisted the Ministry of Justice in drafting the Guidance on the Bribery Act 2010. he has also advised the Joint Money Laundering Steering Group on the Guidance Notes for the financial services sector.


Lucy Castledine
Director, Consumer Investments

More about Lucy Castledine

Lucy has worked at the FCA since 2008 across a variety of different roles. The majority of her career has been spent in Supervision, but she also has extensive experience of designing and implementing policy, having overseen the implementation of the Mortgage Market Review and the overhaul of the financial promotions rules for high risk investments. She also spent a year in Authorisations, as Head of Department for dual-regulated firms.

David Collington
Senior Manager

More about David Collington

David is the Wealth and Asset Management lead for KPMG’s Financial Services Regulatory Insight Centre. He is a chartered accountant and has over 10 years’ experience working with the Asset Management industry. During his time at KPMG he has supported several Wealth and Asset Management clients with implementing the Consumer Duty. Before joining KPMG in 2022, David worked in Asset Management supervision at the FCA for six years, and was seconded to the Bank of England in 2021.

Andrew Farrimond
Manager- Regulatory Compliance & Risk
Alpha FMC

More about Andrew Farrimond

Andrew is a Manager at Alpha with more than five years of financial services experience, including at the Financial Conduct Authority.

Andrew has supported a number of asset and wealth management firms with the implementation and review of their Consumer Duty programmes and has practical experience of the regulators expectations and how to meet these.

Simon Goryl
Advisory Director
Square 4

More about Simon Goryl

Simon is the Advisory Director at Square 4 and supports firms across financial services with regulatory change; risk management; governance and controls design and implementation; strategy, policy and process development.

Simon has a wealth of experience leading advisory teams across all financial services verticals and has led and implemented various significant regulatory change projects.

Chris Martin
Director, Regulatory Compliance & Risk,
Alpha FMC

More about Chris Martin

Chris is a Director at Alpha with more than 16 years of experience across consulting, the regulator and industry, including as an ex-Head of Compliance & MLRO.

Chris leads Alpha’s Consumer Duty proposition within the Regulatory Compliance & Risk Practice and has extensive experience in helping firms interpret and implement new and existing regulations

Katie Paton
Financial Services People Consulting

More about Katie Paton

Katie is a Director in KPMG’s Financial Services People Consulting team. She has over 25 years experience in helping Financial Services clients to understand and change their culture through defining the right behaviours, upskilling their people, aligning HR processes and engaging their people to embed new ways of working.

She is a frequent speaker on the topic of culture and regulation and has helped a number of client to understand the cultural considerations of the Consumer Duty. She is also a Fellow of the Institute of Chartered Accountants for England and Wales.

Alexandra Roberts
Head of Regulatory Policy and Compliance

More about Alexandra Roberts

Alex joined PIMFA in June 2017 as a Policy Adviser, where she works on a wide range of regulatory matters, engaging with policy makers and the regulator to promote members’ interests.

She previously worked for the Association of Professional Financial Advisers (APFA) in the same capacity. APFA merged with the Wealth Management Association (WMA) to form PIMFA.

Alex has a legal background, having studied law at Cambridge University and was called to the Bar in 1997. She was a tenant at Lamb Chambers, Temple where she specialised in personal injury claims, contractual disputes and professional negligence. Alex has experience of advisory, drafting and court work including appearances in the Court of Appeal, the High Court and county courts.

Jane Wilson
Director, Regulatory Risk Consulting

More about Jane Wilson

Jane is a Director in the Regional Risk & Regulatory capability. She has worked in financial services for over 20 years and is a level 6 chartered financial adviser having achieved fellowship standing with the CII.

Jane began her career as a chartered financial adviser with extensive experience of mortgages, protection, wealth planning, pensions, investments, long term care and estate planning. She then moved into regulatory compliance specialising in conduct and regulatory risk. Jane has spent the past few years focusing on Consumer Duty having led programmes across the industry, working with key stakeholders to understand and apply the regulations. This work has now naturally evolved to helping firms assess their compliance against the duty and any material gaps they may have.

Prior to Consumer Duty, Jane was involved with various projects across financial services ranging from large scale mortgage remediation projects, to leading a compliance co-source for a mortgage firm conducting reviews on mortgage arrears and treatment of customers. Due to her background in financial advice Jane has also worked with KPMG’s Wealth and Asset Management team on a number of occasions reviewing risk and governance, providing specialist advice on defined benefit transfers and supported the Deals Advisory practice, advising on regulatory compliance for mortgage and wealth advisory firms.

Paul Scott
Managing Director
Square 4

More about Paul Scott

Paul is a proven leader of business, people and in managing high profile regulatory issues. His experience to date includes; time at the regulator where he spent 7 years in Supervision, working in industry where he was a Compliance Director at one of the UK’s leading high street banks and also within Barclays Wealth. He has also worked in Consultancy for KPMG and Huntswood before joining Square 4. Paul has extensive experience supporting firms on the key issues of the day and works with Boards across sectors to support them fulfil their SMF obligations.

Booking and Registration Information

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28th February
10:00 - 18:00
£200 - £600
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